Determinants of continuance intention and word of mouth for hotel branded mobile app users.

This study examined the cognitive and affective factors that influence users\u27 post-adoption behavioral intention. Specifically, based on the Expectation Confirmation Model (ECM) (Bhattacherjee, 2001b) the impact of cognitive factors (i.e., perceived usefulness, confirmation of expectations, mobility, personalization and responsiveness) and affective factors (i.e., satisfaction, perceived enjoyment) on hotel branded mobile applications (apps) users\u27 continuance intention and WOM were examined. Hospitality firms invest considerable resources on technology solutions that are aimed at improving the consumer experience. However, for investments to be profitable firms must ensure that technology solutions are continuously used and ensure post-adoptive behaviors such as continuance intention and WOM. Data for the study were collected from 550 hotel branded mobile app users. After data were collected and cleaned, Partial Least-Square Structural Equation Modeling (PLS-SEM) was used to analyze the data. The results of the structural model indicated that continuance intention and WOM were directly influenced by satisfaction and perceived enjoyment; with satisfaction exerting the most influence on continuance intention. Conversely, perceived enjoyment was most influential to WOM. All cognitive factors were found to influence satisfaction and enjoyment, except for responsiveness and perceived usefulness. The results show that contextual factors have a more significant impact than previously established constructs. The results of the study allow hoteliers and hospitality technology consultants to identify the influential factors impacting post-adoptive behaviors. The study extends the literature on post-adoptive behavior and the ECM by including context specific factors (i.e. perceived mobility, personalization and responsiveness). This study contributes to the scare literature in the lodging industry literature examining users\u27 evaluations of mobile apps and post-adoptive behaviors in the hospitality industry. The study adds to the post-adoptive behavior literature by adding WOM as a second outcome to continuance intention. The treatment of contextual factors in this study, allowed to show the impact technology characteristics have on technology post-adoption

Assessing The Web-based Destination Marketing Activities: A Relationship Marketing Perspective

Innovations in information technology have played an important role in the way business is conducted. Technology innovations have great impact on tourism destination marketing organizations such as convention and visitor bureaus, since they are highly dependent on information and timely distribution of it to the public. Information technology innovations such as the Internet allow CVBs to perform their marketing functions in a more efficient manner. The implementation of web-based marketing functions is impacted by organizational characteristics that either foster or hinder their implementation (Thong, 1999; Tornatzky & Fleischer, 1990; Wang & Fesenmaier, 2006; Zhu & Kraemer, 2005). Information technology innovations have been adopted by organizations in different levels of sophistication. Since the main function of a CVB is the promotion of a destination technologies that facilitate this process are important to this type of organization. Unfortunately, the marketing practice of American CVBs is still dominated by principles of mass marketing by communicating the same message to all consumers. As a result, the use of websites by American CVB has been limited to information provision functions and has lost opportunities to build relationship with customers through additional web-based marketing activities. This study proposes that CVBs should use web-based marketing activities to attract and retain relationships with customers. This study provides two main contributions to the existing literature: a) examines web-based marketing functions from a relationship marketing perspective and b) examines the impact of organizational characteristics on the sophistication level of web-based marketing functions. The use and effectiveness of web functions and its applications were examined. The results showed that the majority of the CVBs focus the use of their website to provide information. A standard multiple regression was used to investigate the impact of the organizational factors on the different web functions. The results of the regression show that size, financial resources and management team\u27s technological expertise are the only factors that impact the level of web functions implemented by CVBs

Mobile Application For The Timeshare Industry: The Influence Of Technology Experience, Usefulness, And Attitude On Behavioral Intentions

Purpose – The purpose of this study is to examine consumer perceptions toward the adoption of mobile technology within the vacation ownership/timeshare segment of the hospitality industry. Despite the proliferation of mobile applications in the greater hospitality and tourism industry, few timeshare companies use this technology. However, customers have expressed strong intentions to use technology. Therefore, this study examines consumers’ attitudes toward and experiences with mobile applications and then through the use of a prototype, examines consumers’ intentions to use a mobile application. The relationships between attitude, experience and usefulness are explored in relation to intention to use. Design/methodology/approach – Consumers that owned timeshares in the Orlando area responded to an online survey invitation from their resort management company. The survey instrument gathered data related to consumers’ attitudes toward and experiences with technology using established measures. A total of 914 surveys were collected and the proposed model was analyzed using path analysis. Findings – Findings indicate that traditional technology adoption antecedents (experience, usefulness and attitude) explain timeshare owners’ intentions to use a mobile application. This is consistent with prior research. However, using established measures, the model explained consumers’ intentions to use the technology with greater certainty than what previous research has reported. Research limitations/implications – The most encouraging and noteworthy implications from the findings are threefold. First, timeshare owners are using mobile technology while traveling (mobile phones, tablets and laptops). The owners’ experiences with mobile devices exert a positive influence that moderates intention to use. In addition, the impact of technology experience on intent to use is mediated by perceived usefulness and attitudes toward the application. Though the sample size was large, limitations do exist, as those surveyed were all owners of a single timeshare resort based in Orlando, Florida. Originality/value – In studies reported to date, there is scarce empirical research regarding mobile application adoption for timeshare owners or information about the factors that drive usage, attitude and adoption. This study discusses important insights about mobile services for an industry that lacks research in information technology

Assessing the Web-Based Destination Marketing Activities: A Relationship Marketing Perspective

This study aims to assess the Web-based destination marketing activities employed by American Convention and Visitors Bureaus (CVBs). Empirical data was collected via a survey from 260 CVBs in the USA. The research results reveal that organizational size, financial resources and management team\u27s technological expertise are the dominating factors affecting the effective implementation of each of the four functions of Web-based marketing activities (i.e., information, communication, transaction, and assurance) as well as the overall effectiveness of these activities. The findings suggest that CVBs should use Web-based marketing activities under the guidance of relationship marketing principles. However, the research findings further imply that this is a challenging process which requires investment of considerable resources and organizational support. This study contributes to the body of knowledge by providing empirical evidence on this relatively under researched area. The research findings will be of interest to destination marketing organizations

Assessing the Web-Based Destination Marketing Activities: A Relationship Marketing Perspective

This study aims to assess the Web-based destination marketing activities employed by American Convention and Visitors Bureaus (CVBs). Empirical data was collected via a survey from 260 CVBs in the USA. The research results reveal that organizational size, financial resources and management team\u27s technological expertise are the dominating factors affecting the effective implementation of each of the four functions of Web-based marketing activities (i.e., information, communication, transaction, and assurance) as well as the overall effectiveness of these activities. The findings suggest that CVBs should use Web-based marketing activities under the guidance of relationship marketing principles. However, the research findings further imply that this is a challenging process which requires investment of considerable resources and organizational support. This study contributes to the body of knowledge by providing empirical evidence on this relatively under researched area. The research findings will be of interest to destination marketing organizations

Towards Constructing The Meaning Of “Aggressive Hospitality”

“Aggressive hospitality” is an emergent phenomenon that is yet to be understood in the tourism field. This phenomenon involves social interaction between hosts and guests that imitates a hospitable encounter, but at the same time fails to demonstrate some characteristic(s) inherent to hospitable behavior. The underlying forces of the phenomenon are traced back to imperialism, high tourism dependence of the developing regions, staged authenticity, and the mutual gaze. The study focuses on two cruise destinations in the Caribbean region and utilizes over 1200 online reviews to construct the meaning of the phenomenon. Theoretical insights and practical implications are provided based on the findings

Overtourism Perceptions in U.S. National Parks: A Visitor Perspective

An increase of visitation is recorded in several of the United States’ national parks, even throughout the Covid-19 pandemic. This inevitably has an impact on the grounds, surrounding communities, and overall visitor experience. This study aims to understand how the impacts of overtourism are affecting visitor perceptions of the top ten most visited U.S. national parks. Data scraping from TripAdvisor reviews is utilized to frame a visitor survey which will measure perceptions of different aspects of the visitor experience such as overcrowding and the state of the facilities and natural scenery. To gain understanding of the role visitor expectations play in visitor satisfaction, the Expectancy Disconfirmation Theory is referenced and discussed. The U.S. National Park Service’s founding missions are considered in addition to a review of available literature on overtourism and nature-based tourism trends. Expected results of the study are outlined before opportunities for future research are suggested

A Technology Adoption And Implementation Process In An Independent Hotel Chain

Successful technological initiatives in the hospitality industry are a product of a well-planned and executed innovation adoption process. This qualitative study investigated the adoption of radio frequency identification (RFID) enabled locking technology in an independent hospitality company as a mechanism for service innovation and improved internal process efficiency. Findings from the research generated themes significantly impacting the knowledge and persuasion stages of the diffusion of innovations (DOI) adoption process. Results produced theoretical implications which suggest the dual nature of adoption process in the service industries, as well as practical recommendations for the implementation of new technologies in the hospitality industry